There are a lot of different types of auto dialers. Here are the three most common ones.
1. Preview dialer
Preview dialers help your agents to either place an outbound call or skip specific telephone numbers. A preview dialer allows your agents to preview different customer information before placing the outbound call to them. Having on-time access to customer data can help your agents to better plan the outbound calling process and further personalize the interaction with the customer.
However, your agents cannot use preview dialers to contact a lot of customers in a short amount of time, as most preview dialers are not designed to be used in that way. Instead, preview dialers are usually used for running outbound marketing campaigns on a smaller scale and to make the outbound calling process more result-oriented. A preview dialer simply makes it easier for agents to handle more complex customer cases.
2. Power/Progressive dialer
While preview dialers allow an agent to decide if they want to place a call or a telephone number, progressive dialers do not do that. allow an agent to decide about placing a call or skipping a telephone number. Instead, the auto dialer software makes the outbound call as soon as an agent has ended their current call. A power dialer is more effective than a preview dialer because it increases the number of connections an agent can make with customers.
Since most auto dialer software allow agents to access key customer information while calling customers, many companies using phone dialer can leverage power dialers to boost their upselling and reselling activities. Power dialers can also minimize the number of silent and abandoned calls.
3. Predictive dialer
Predictive dialers are completely different from preview and power dialers. Predictive dialers can dial multiple telephone numbers at a time, as they also use the pacing algorithm to decide when an agent will be available to handle the next call. The auto dialers make outbound automated calls just before an agent wraps up the current call.
Because of this ability, predictive dialers are the most effective out of all major types of auto dialer software, as they can enhance the connections between your customers and agents.
When using predictive dialers, companies need to deploy enough agents if they want to minimize the number of dropped or abandoned calls. Many of the modern cloud-hosted predictive dialer software come with additional features that can help companies dial the customer contact number at the right time. They can also help managers reduce abandoned calls and control both the dialing rate and speed.
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